United Metallurgical Company completed deployment of service ITSM

On March 11, 2015 it became known of transition of United Metallurgical Company to the centralized service of IT systems and services. Integrator in an implementation project of ITSM technologies CROC company.

Project Progress

The solution is created on the basis of a software platform of Omnitracker. All services are divided by the speed of reaction to an incident and time of its elimination, according to SLA (Service Level Agreement), and are provided to different types of IT specialists, including the staff of uniform call center - the first line of technical support.

OMK-Stal, 2013

Among services - gaining access to information systems of the customer, accomplishment of service requests and the solution of incidents on these systems, installation and a software update, increase in volume of a box of e-mail, issue of the IT equipment, providing with mobile communication, failure handling in data transmission on a local network and others.

"To minimize time of the solution of incidents, we created templates on standard services which pass the first line of technical support and go to a target group of IT specialists at once. And for requests from the top management and also on service of the supercritical systems and the IT equipment of dispatching service almost instant reaction is provided. But at the same time users can select an application method convenient to them – from the system, using the portal or a call to call center", - Georgy Ovanesyan, the head "Management of IT Processes and Infrastructure" of CROC company told.

In addition, specialists of CROC started processes of management more than 50 thousand configuration units (monitors, servers, components of system units, telephony, etc.) and change requests in IT infrastructure. The interrelation between base of the IT equipment and the rendered services will help the customer to prevent idle times of services on the basis of the forecast analysis of a status of IT assets.

Project Results

Transition to the centralized service of IT systems and services assisted United Metallurgical Company (JSC OMK) in the organization of the maximum transparency of work of IT service. Management of IT incidents and requests of users of the enterprises is performed using the centralized ITSM system. The project is implemented within half a year.

In addition to IT service process automation, during the project uniform management processes of IT at all enterprises of the customer are built and standardized.

"If earlier processing of user queries was carried out by the enterprises independently of each other in the different systems, then after centralization of a support service and process automation the processing speed of requests increased on average to two times. Also we managed to minimize time of the solution of incidents and to provide almost instant response to service of the supercritical systems. For today in a system about 20,000 addresses of users are monthly processed. Based on the implemented solution the uniform directory from more than 100 IT services is created. All qualitative parameters of execution of services and also terms of reaction to different types of addresses are stated in the agreement on the service level. All this provided control of terms, quality and volumes of activity and made work of IT service transparent for business" — Alexey Mitenkov, the CEO of OMK-IT explained.

"It is really large-scale project which demanded from United Metallurgical Company of global review of business processes of IT service. But thanks to flexibility of setup and width of functionality of Omnitracker their automation in an ITSM system did not cause problems and was implemented in time. And specialists of CROC company once again showed high qualification in work with our product", - Michael Dobner, the CEO of OMNINET of Russia and the CIS emphasized.